HOTEL MANAGEMENT

Department Heads

Rooms Division Department Heads

The Front Office Manager is the department head responsible for a large portion of the most visible aspects of the hotel’s day-to-day operations

The Director of Services can be viewed as the “behind-the-scenes” version of the front office manager

Front Office Manager The Front Office Manager directs the day-to-

day activities of the front desk and the uniform service

Reporting to the Front Office Manager are: Front Desk Manager Front Desk Supervisor Front Desk Agent/Guest Service Attendant Bell Captain Bell Staff Door Person Valet/Garage Supervisor Valet Parking Attendant

Front Office Manager (Cont…) Reporting to the Front Office Manager (Cont…)

Parking Garage Attendant PBX Supervisor PBX Operator Concierge Manager

Director Of Services The Director of Services is responsible for the

hotel’s housekeeping and laundry services Reporting to the Director of Services are:

Housekeeping Manager/Executive Housekeeper Assistant Executive Housekeeper Rooms Inspector/Senior Housekeepers Housekeepers/Room Attendants Housepersons Laundry Manager Linen Room Attendant Tailor/Seamstress

Food and Beverage Department Heads

In a resort or large hotel, the Food and Beverage Director would oversee a very large operation

Reporting to the Food and Beverage Director are: Executive Chef Director of Catering Director of Convention Services Director of Restaurants Beverage Manager

Food and Beverage Department Heads

Director of Food and Beverage

Executive Chef

Director of Catering

Director of Convention Services

Director of Restaurants

Beverage Manager

Figure 5-6

Sales Department Heads The Director of Group Sales is responsible

specifically for the group room sales effort Often the Director of Group Sales is personally

responsible for key/focus accounts that have important and/or long-term impact on the hotel

Director of Marketing

Director of Group Sales Director of Transient Sales

Engineering Department Head The Chief Engineer coordinates the day-to-

day maintenance of the hotel’s physical structure.

Because sleeping rooms are the main product of the hotel, the chief engineer may spend most of his/her time checking and assigning sleeping room repair duties

Director of Engineering

Chief Engineer

Human Resources Department Head

The Assistant Director of Human Resources works closely with all other department heads to maintain employee satisfaction and to ensure that proper employment procedures are followed

Director of Human Resources

Assistant Director of HR

Accounting Department Heads In a large hotel, such as the one in our example,

two or more department heads may support the financial controller

The Assistant Controller(s) are responsible for specific accounting duties

Financial Controller

Assistant Controller(Operations)

Assistant Controller(Finance)

Accounting Department Heads (Cont…)

The Assistant Controller in charge of operations may oversee the reporting and accuracy of documentation regarding the outlets, ancillary revenue sources, and attractions within the resort

The Assistant Controller in charge of finance may oversee the credit policies, night audit, and the payables/receivables function

Resort Example Within the example of a large resort, other

department heads would be in place

These department heads are unique and would vary on the size and scope of the hotel’s attractions

These positions are focused on the management of certain recreational and physical landscape aspects of the hotel

Resort Deployment Example (Cont…)

Director ofRecreation

Golf Pro

Tennis Pro

Manager of Aquatics

Spa Manager

Children’s ActivityManager

Director of Grounds

Head Groundskeeper

Golf Ranger

Figure 5-12